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New White Paper Advises Natural Gas Utilities on Methods to Increase Customer Satisfaction

“Securing the Future” offers solutions for utilities to position themselves as a trusted partner to customers

Norwalk, CT HomeServe USA (HomeServe), a leading provider of home emergency repair service solutions, is pleased to share today “Securing the Future,” a white paper examining the customer relations challenges faced by America’s natural gas utilities and offers solutions utilities can implement to better position themselves as a trusted partner to their customers. The white paper is authored by Timothy Alan Simon, Commissioner Emeritus of the California Public Utilities Commission, member of the National Petroleum Council, former member of National Association of Regulatory Utility Commissioners (NARUC) Board of Directors and former Chair of NARUC’s Gas Committee.

Today, natural gas utilities in the U.S. are in the midst of perhaps the most exciting and challenging time in their long history. Utilities are facing declining usage per customer, pipeline safety concerns from the public at large and the impact of new alternative energy sources. In “Securing the Future,” Mr. Simon explores the solutions that utilities can implement to successfully engage customers, through a combination of smart, timely communications and the introduction of nontraditional products and services that position them as a trusted partner to their customers.

According to a J.D. Power report on customer satisfaction in the electric utility space, a suitable proxy for gas utility sector, higher customer satisfaction translates to higher profitability and return on equity. Data from the report suggests that partnering with proven, reliable service providers to deliver innovative products to customers can positively and significantly impact utility satisfaction ratings.

Many utilities’ primary, and sometimes only, interaction with their customer is the monthly paper bill. In order to be successful in today’s more complex and interconnected world, natural gas utilities must chart a course toward improved customer relations that moves communication beyond simply a commodity bill transaction. Opening a dialogue with customers, via surveys, customer service interactions and the use of social technologies, will help ensure the partnership is delivering on their needs. Furthermore, implementing nontraditional services, such as moving assistance, home repair solutions and mobile applications, allow utilities to strengthen their customer relationships and increase customer satisfaction.

“With a direct correlation between customer communication and satisfaction, and the impact of satisfaction on profitability, forward thinking utilities stand to benefit greatly in taking progressive steps to connect with their customers in non-traditional ways,” said Tom Rusin, CEO of HomeServe USA. “We’re pleased to share this white paper for natural gas utility leaders.  Mr. Simon has identified real actionable steps that create and enhance customer relationships.”

The white paper “Securing the Future” is available for download here.

About HomeServe
HomeServe USA Corp. (HomeServe) is a leading provider of home repair solutions serving 3.1 million customers across the US and Canada under the HomeServe, Home Emergency Insurance Solutions, Service Line Warranties of America (SLWA) and Service Line Warranties of Canada (SLWC) names. Since 2003, HomeServe has been protecting homeowners against the expense and inconvenience of water, sewer, electrical, HVAC and other home repair emergencies by providing affordable repair coverage, installations and quality local service. As an A+ rated Better Business Bureau Accredited Business, HomeServe is dedicated to being a customer-focused company supplying best-in-class repair plans and other services to consumers directly and through over 500 leading municipal, utility and association partners. For more information about HomeServe, a 2017 Connecticut Top Workplace winner and recipient of seventeen 2017 Stevie Awards for Sales & Customer Service, or to learn more about HomeServe’s affordable repair plans, please go to To connect with HomeServe on Facebook and Twitter, please visit and

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